Complaint Review: HANLEES HILLTOP TOYOTA - Richmond California

On march 22, 2003 I had my brand new Toyota corolla 2003LE Model checked for a rattling problem with the CD/cassette player. It was loose. I was told it would take just 3-4 hours to complete the job.

When I returned later my dealership (Jason Clark asst. service manager) told me that I would have to bring the car back next week because they needed to get parts. I was given the keys and when I got inside the car I found a hole that was punctured through the dashboard by a screwdriver.

When my wife and I saw this we made it known to the assistant manager (Jason Clark) who said he would order a new dashboard from Toyota and he said bring your car next week from march 22 2003.

Anyway I took my car back on may 3, 2003 and they said leave it here for 1 week because it was a big job to change the dashboard. I left the car with them until May 10th. I went to pick up my car on May 10th with my wife and we were surprised that there was a dent on the driver side door that was very visible. Right away we looked closely at the car and found at the rear bumper that there was a large amount of paint scratched by what appeared to be a brush against something, this is on the left bumper side.

We continued in surprise at the fresh marks on our brand new car. We just bought our car 7 months ago and take care of it very well. We kept looking at the car and found another scratch on the passenger rear side where the paint has been scraped off by another brush against something. These dinks on our car were done while in the hands of the dealer. We right away showed the dinks to the assistant service manager, Jason Clark, and he agreed with us that this happened at there shop and these things sometimes happen by an employee of theirs. He said he would have to forward the problem to his manager and the manager will be available on Monday May 12th.to call us.

On May 12 I received no calls until I decided to call them. I called them, and had to leave 2 messages on their voice mail. Nothing happened that day, the next day I called again and finally talked to a representative who said the service mgr. was out to lunch. I was upset that I didnt get any replies from them in the first place and told the rep. that I would have to contact their corporate offices. Upon hearing this I was immediately forwarded to their service manager, Tim Cha.

Finally Mr. Cha answered the call and when I talked to him about my calls to him on his voice mail he said he had to talk to Jason Clark, but that Mr. Clark was off work for the past 2 days until May 14th. On May 14th Mr.

Clark called me about 8:30 in the morning and told me to bring the loaner car in and that Mr. Cha would like to talk to me about the matter. When my wife and I showed up that day at 9:00 am the only one available was Mr. Clark. Mr. Cha was now in a meeting somewhere and that no one was here to help us because the managers were unavailable. Since no one was there to help us and that they were avoiding us I decided that I would take photos of the areas damaged on my car before I left.

During this time an employee of theirs with Jason Clark with a camera came out from their office and took pictures of the damages as well. I again asked to speak to a Manager or owner and was told there were none available.

I saw people behind their office windows looking at us and it wasnt until I took pictures that they appeared. I talked to Mr. Clark and he said it was up to his manager (Mr. Tim Cha) to make the decision about fixing the damages after Mr. Clark admitted in front of my wife and I that they were responsible. Now with my car I find my cassette player jammed with a cassette that wont eject it.

Sam

Berkeley, California
U.S.A.